Get in touch
The fastest way to reach us is WhatsApp — message the Flylo team directly and we usually reply within a few hours. Prefer email? We answer support@flylo.app within one business day. Either way, please include your destination and order ID so we can jump straight in.
Frequently asked questions
Will a Flylo eSIM work on my phone?
Your phone needs to (a) support eSIM and (b) be unlocked from your home carrier. Most iPhones from the XS onward, recent Google Pixel models, and Samsung Galaxy S20 and later support eSIM. If you're not sure, check your device settings for an "Add eSIM" or "Add cellular plan" option, or contact your carrier to confirm it's unlocked.
How do I install my eSIM?
After payment, your eSIM appears on your account page. Tap Install on this device — your phone's Settings app opens with the eSIM pre-filled, and you just confirm. No app to download, no QR code to scan.
If you're checking out on desktop, the same page shows a QR code you can scan with your phone's camera. SM-DP+ address and activation code are also shown as a manual fallback for any device that doesn't support the one-tap flow.
The one-tap install didn't open Settings.
Some browsers block automatic handoff to the Settings app. If that happens: on iPhone, long-press the Install button and pick "Open in Settings"; on Android, copy the SM-DP+ details from the same page and paste them into Settings → Network → SIMs → Add eSIM → Enter manually. If it still fails, email us with your order ID and we'll re-issue the eSIM.
I arrived at my destination and have no signal.
Check three things: (1) the Flylo eSIM is installed and turned on in your phone's cellular settings, (2) data roaming is enabled for the Flylo line, and (3) your bundle's start date has already begun. If all three look correct and you still have no signal after 15 minutes, email us with your order ID and we'll investigate with the upstream network.
What currency will I be charged in?
We show prices in your local currency where supported (GBP, USD, EUR, AED, JPY and 50+ others), and fall back to US Dollars otherwise. Whatever price you see at checkout is the exact amount your card will be charged in that currency. Your bank may apply its own foreign-transaction fee on top — that part is between you and your bank.
Can I get a refund?
Once your eSIM has been provisioned to your account, we can't refund it unless the eSIM is defective or doesn't work as described. If you think yours is defective, contact us within 14 days with your order ID and a short description of the problem. See our refund terms for the full policy.
I see a duplicate charge on my card.
Sometimes a failed payment shows as pending and is released by your bank within a few days. If you see two successful charges for the same order, email us with the order ID and the last 4 digits of the card used, and we'll refund the duplicate.
How do I leave a review?
We'd love that — reviews are how small travel brands like ours get discovered. You can leave one any time at trustpilot.com/review/flylo.app.